ACS Customer Service Agent (2nd Shift)

DHL Express - a company that connects people!

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Recognized among the top workplaces by Great Place to Work, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…

We are looking for a Customer Service Agent (3rd Shift) based in Erlanger , United States of America .

The purpose of this role is to provide a variety of customer support features for our ACS customers. Ensuring timely and accurate information is provided to customers in a professional manner.

How will you contribute to the success of DHL?

• Handles incoming customer calls intended to provide customer satisfaction, retention, or extend contact to sell new or additional products or services.
• Resolution of customer account queries.
• Identifies, contacts customers and books cargo to fill flights. 
• Take bookings generated via telephone, emails, clarify issues and solve problems for customers 
• Respond to customer inquiries, take bookings, service needs and complaints, or direct to sales representatives or technical/ service area.
• Book the cargo information into System 
• Answer questions via phone, mail, email, fax, website or face-to-face contact with customers. 
• Promotes and markets products and services of the company. 
• Provides support in center locations, including timely resolution of customer service and operational management issues. 
• Analyzes and makes recommendations based on call volume trends and other forecasting factors considering future customer service including staffing and call capacity.
• Works together with sales representatives to provide post pre-and/or sales customer support, consultation, problem solving suggestions, whilst ensuring appropriate solutions or answers. 
• Negotiates customer complaints, initiates billing adjustments, fixes product substitutions and returns. 
• Evaluates customer needs and suggests/promotes alternative products or services. 
• Provides administrative support to the function, including the creation of reports that will be used within the centre. 
• Tracking incoming call traffic volume and distributing calls based on staff availability. 
• Ensures customer needs are met by coordinating and adjusting call volumes in a timely manner. 
• Coordinates with other departments when interruptions occur and calls need to be redirected.
• Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.
• Traces missing cargo and follow-up on tracers, provides freight status alert and/or customer call back-up support.

Do you have what it takes?

• Bachelor’s Degree or equivalent experience/qualification preferred
• 2-4 years experience, ideally within a customer services environment.
• Strong customer centric approach and mindset
• Excellent computer skills
• Fluent in English, written & spoken. (Other languages a benefit)

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.